Sr PO Customer Service (Freelance)

Join our PVH Ecommerce division:
The Ecommerce team is responsible for managing the European owned-and-operated tommy.com and calvinklein.com sites across all European markets. The team executes all necessary functions to manage the Ecommerce business end-to-end. Both brands are growing at a rapid pace with very ambitious growth targets for the upcoming years.
The team is 115+ people strong and will expand significantly by the end of the year. Our team consists of highly motivated and skilled professionals from various cultural backgrounds and nationalities, making it an inspiring environment to work in.

As the own-and-operated Ecommerce business is one of the main growth opportunities for both brands, there is a high focus in the organization to support the Ecommerce expansion.

The Team:
Spanning across 27 markets and available in 7 different languages, the Tommy Hilfiger and Calvin Klein European sites are visited by millions of visitors every month. The Platform & Product team is responsible for digital product development of this best-in-class Ecommerce platform serving our two main brands. We strive to ensure that calvinklein.com and tommy.com doesn't just look amazing - but performs like clockwork and anticipates all our customer's needs.

The Role:
As the product owner of the Customer Service team you will work together with your product team to create the best possible platform that enables our customer service team to support our customers, and help tackle any customer related queries in a quick and efficient manner, with the overall goal of enhancing our customers experience and building the customers trust with our brands. The role collaborates closely with the Customer Service Representative team, Operations team, UX/UI designers, CRO specialists and other product owners.

Within this role, you are a leader that knows how to motivate and drive a product team forward whilst being able to prioritize roadmap items based on data driven insights and/or a business need.

Curious to find out more? Here is an overview of how you will drive value day-to-day:
Get the best out of your scrum team consisting of front-end, back-end developers and QA testers by daily collaboration and motivation.
Backlog management: prioritize new features, bug fixes and roadmap epics based on user, business and technology value.
Research and specify new features and enhancements to existing features and log them in Jira.
Liaise with various stakeholders on requirements to ensure the "Why" and the “What” are specified so that the scrum team can work on the “How”.
Achieve the optimal implementation of changes to the tools which support the customer service team.
Ensuring smooth rollout and launch of new tools/features that enable the customer service team to strive for success.
Investigate and resolve business issues that are reported for the website and operational processes.
Monitor, analyze and evaluate the platform and initiate improvement requests based on quantitative and qualitative analysis from web analytics (Adobe/Google Analytics), A/B test outcomes, and user analysis (through focus groups, prototyping etc.)
Communicate and influence across the organization - making sure everyone understands what enhancements are being delivered in what time frames and the purpose behind them.

The Ideal Candidate:
You have a strong “can do” attitude, positive mindset and are an excellent communicator. 
Strong stakeholder management skills are a must, with the ability to handle communications for large audiences across multiple teams, ensuring all stakeholders are always up to date. 
An ability to see the “bigger picture” and apply that in all decision making and how it impacts prioritization for your roadmap. 
Brings 5+ years experience as a Product Owner working with large, high-traffic websites, preferably e-commerce sites. 
Experience with the SCRUM methodology and an agile way of working.
Great affinity with front-end development; you don't have to be able to code but are familiar with REACT JS framework and headless website architecture.
Enough technical understanding to be able to translate the business needs and ensure that we are not only building the right product, but also building it in the right way.
Ability to analyze data and validate before defining a solution.